Supporting 1K agents and 5M support calls with Lithium SMM
TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. TechStyle needed to implement a better way to support the highly personalized experience expectations of its members and connect 1,000+ agents in 5 contact centers across 4 brands, 10 countries, and 7 languages to deliver awesome customer service to 4 million members. They also wanted to drive loyalty through highly personalized Surprise & Delight programs. How did they meet their goals?
They choose Lithium Social Media Management for Service.
And they’re seeing powerful results:
5M support calls annually
20% contained in self-service
50K personal connections with customers made via Surprise & Delight programs
Read about their journey with Lithium SMM and the impact its making on customer experience.